Vacancy ID: 919974
OUR MISSION: To fulfill President Lincoln’s promise – “To care for him who shall have borne the battle, and for his widow, and his orphan” – by serving and honoring the men and women who are America’s Veterans. How would you like to become a part of a team providing compassionate care to Veterans?
The Department of Veterans Affairs (VA) needs employees who possess the energy, compassion, and commitment to serve those who served our Country. Whatever the job title, every position in VA will give you a chance to make a meaningful and personal contribution to the lives of truly special and deserving people - our Veterans. VA professionals feel good about their careers and their ability to balance work and home life. VA offers generous paid time off and a variety of predictable and flexible scheduling opportunities. Working for VA is one of the most emotionally satisfying and professionally rewarding ways to dedicate the best within you to your Countrys service. If you are transitioning from the military or a Veteran already, we invite you to explore the benefits of continuing your career at the VA. The VA is committed to hiring Veterans.
The VA is much more than just another employer. It is an honorable, open and welcoming community of those who care. Gratitude is our motivation and service is our mission.
The VA has adopted Core Values and Characteristics that apply universally across the Department. The five Core Values define “who we are,” our culture, and how we care for Veterans, their families and other beneficiaries. The Values are Integrity, Commitment, Advocacy, Respect and Excellence (“I CARE”).
Americas Veterans need you! To find out more, go to http://www.va.gov/jobs/.
- KEY REQUIREMENTS
- You must be a U.S. citizen to apply for this job.
- You will be subject to a background/suitability investigation.
- This announcement may be used to fill additional vacancies.
NOTE: This position involves a multi-grade career ladder. Themajor duties listed below represent the full performance level of GS-11. At the GS-9 grade level, the employeeperforms assignments of a more limited scope and with less independence. The employee will progressively acquirethe background necessary to perform at the full performance level of GS-11.Promotion is at the discretion of the supervisor and is contingent uponsatisfactory performance, availability of higher level work, and availabilityof funds. Promotion is not guaranteed and no promise of promotion is implied.
This position is that of an IT Specialist(Customer Support) assigned to the Office of Information & Technology (OI&T)located at the Martinsburg VA Medical Center, Martinsburg, WV. You will perform a combination of duties suchas; phone support, desk-side technical support and bench-top diagnosis andrepair. The primary duties andresponsibilities include resolving customer related software and hardwareproblems in accordance with established policies and procedures. You will be responsible for diagnosing and/orresolving problems in response to customer reported incidents via troubletickets; escalating problems to the Lead or Supervisory IT Specialist asappropriate; overseeing Help Desk activities; and configuring devices and softwareapplications following established procedures. You will provide account management support, client connectivity supportand client application support for various devices; and remain current withchanging IT technologies via sponsored VA training and/or through personaleducation. You will perform otherrelated duties as assigned.
Work Schedule: Tours identified are Mon-Fri3:30pm-Midnight; Mon-Fri Midnight-8:30am; Wed-Sun 8:00am-4:30pm; Wed-Sun, 3:30pm-Midnight;and Mon-Fri 8:00am-4:30pm. Incumbent may be required to work irregular tours ofduty for this position and is to provide after hours technical support whenneeded with a situation and/or outage that is impacting patient care which willbe considered "call back status".
***RELOCATION EXPENSES AND/OR INCENTIVES ARE NOT AUTHORIZED***
QUALIFICATIONS REQUIRED:Back to topBasic Requirements:
Possessone year of specialized experience equivalent to the next lower grade level(GS-07). Specialized experience is experience that is in or related to theposition to be filled, which equipped you with the particular knowledge,skills, and abilities to perform successfully the duties described. Examples ofspecialized experience includes but is not limited to: knowledge of and skillin applying IT methods and procedures for diagnosing and resolving problems inresponse to customer reported incidents; managing moves and installations of ITequipment; assuring coordination of IT support and customer service; reviewingproposed changes to the client operating environment; suggesting resolutionsthat are most likely to be used on a regular basis; performing accountmanagement on a regular basis to clear duplicate and outdated entries;identifying and breaking down problems using structured problem resolutionapproaches; working with network specialists, applications developers, systemadministrators and security specialist to prevent recurring problems;documenting solutions to problems and recommending fundamental changes tosystem configurations to prevent reoccurrences; providing group and one-on-onesystems/software applications training to customers as required; provingon-the-job training to lower graded IT Specialists; promulgating and assuringconformance with IT department security policies by de-commissioning equipment,completing appropriate paperwork and following procedures to surplus outdatedor damaged systems and equipment. NOTE: A full year of work is consideredto be 35-40 hours of work per week. Part-time experience will be credited onthe basis of time actually spent in appropriate activities. Applicants wishingto receive credit for such experience must indicate clearly the nature of theirduties and responsibilities in each position and the number of hours a weekspent in such employment.
AND
Possess IT-related experience demonstrating the following four competencies:
Attention to Detail: Is thoroughwhen performing work and conscientious about attending to detail.
Customer Service: Works with clientsand customers (that is, any individuals who use or receive the services orproducts that your work unit produces, including the general public,individuals who work in the agency, other agencies, or organizations outsidethe Government) to assess their needs, provide information or assistance,resolve their problems, or satisfy their expectations; knows about availableproducts and services; is committed to providing quality products and services.
Oral Communication: Expressesinformation (for example, ideas or facts) to individuals or groups effectively,taking into account the audience and nature of the information (for example,technical, sensitive, controversial); makes clear and convincing oralpresentations; listens to others, attends to nonverbal cues, and responds appropriately.
Problem Solving: Identifiesproblems; determines accuracy and relevance of information; uses sound judgmentto generate and evaluate alternatives, and to make recommendations.
OR
Possessa Masters degree or equivalent doctoral degree or 2 full years ofprogressively higher level graduate education leading to a Masters degree orequivalent graduate degree. This degreecan be in computer science, engineering, information science, informationsystems management, mathematics, operations research, statistics, or technologymanagement or a degree that provided a minimum of 24 semester hours in one ormore of the fields identified above that required the development or adaptionof applications, systems, or networks. NOTE: A transcript orcourse listing must be submitted if you are basing all or part of yourqualifications on education. Unofficial transcripts required. Applicationssubmitted without this information will not be considered.
You will be rated on the following Knowledge, Skills, Abilities and Other characteristics (KSAOs) as part of the assessment questionnaire for this position:
1. Knowledgeof and experience in implementing, troubleshooting, and optimizing withpersonal computers (PC’s) and operating systems used in a large networkenvironment.
2. Knowledgeof and skill in troubleshooting and diagnosing installed operating systems,network systems, application, protocols, computer equipment, and the ITinfrastructure.
3. Abilityto provide high-level service to customers, foster customer relationships, andfollow through to completion on work assignments.
4. Knowledgeof and experience with a variety of IT hardware, software and variousapplication systems.
5. Abilityto assist users/customers and understand the value of standardization in ensuringcompatibility and connectivity with the IT client-server environment.
6. Abilityto communicate technical information effectively, verbally and in writing.
PHYSICAL REQUIREMENTS: The work is both sedentary and active, requiring walking through out the medical center. Duties may require lifting, carting and carrying computer equipment such as monitors and printers weighing 20-40 pounds. Asking assistance from other specialist to help with lifting is encouraged, There may be limited crawling under desks and behind areas to gain access to equipment.
For more information on these qualification standards, please visit the United States Office of Personnel Managements website at http://www.opm.gov/qualifications .
IN DESCRIBING YOUR EXPERIENCE, PLEASE BE CLEAR AND SPECIFIC. WE WILL NOT MAKE ASSUMPTIONS REGARDING YOUR EXPERIENCE. If your resume does not support your questionnaire answers, we will not allow credit for your response(s).
APPLICANTS PLEASE NOTE: Education must be accredited by an accrediting institution recognized by the U.S. Department of Education in order for it to be credited towards qualifications. Please refer to this checklist to ensure proper accreditation and for foreign education requirements.
Veterans Preference:
When applying for Federal jobs, eligible veterans should claim preference on the Occupational Questionnaire in the section provided and provide a legible copy of DD-214(s) showing all dates of service as well as character of service (honorable, general, etc.). Additionally, veterans with service-connected disability of 10% or more must also submit a copy of their official statement from the Department of Veterans Affairs, or from a branch of the Armed Forces, certifying their service-connected disability and/or their receipt of compensation for service-connected disability. If the military member is within 120 days of separation and does not yet have a DD214, the member may instead submit any written document from the armed forces that certifies the service member is expected to be discharged or released from active duty service in the armed forces under honorable conditions not later than 120 days after the date the certification is signed.
Veterans with service-connected disability of less than 10%, non service-connected disability, and Purple Heart recipients, as-well-as those claiming derived preference for a spouse, widow or widower, or natural mother, should refer to and submit a completed " SF15, "Application for 10-Point Veteran Preference," (go to http://www.opm.gov/forms/pdf_fill/SF15.pdf) and required documentation with your application materials. For more information on Veterans Preference, please visit http://www.fedshirevets.gov/job/veterans.aspx.
HOW YOU WILL BE EVALUATED:
Applicants will be ranked based on four quality groups, as follows:
- Best qualified - applicants possessing experience that substantially exceeds the minimum qualifications of the position including all selective factors, and who are highly proficient in all requirements of the job and can perform effectively in the position;
- Highly qualified - applicants possessing experience that exceeds the minimum qualifications of the position including all selective factors, and who are proficient in most of the requirements of the job;
- Well qualified - applicants possessing experience that meets the minimum qualifications of the position including all selective factors, and who are proficient in some, but not all, of the requirements of the job; and
- Qualified - applicants possessing experience and/or education that meets the minimum qualifications of the position including all selective factors.
After the vacancy announcement closes, reviewed applications are evaluated against the questionnaire responses and placed in the appropriate quality group. Qualified veterans will be afforded preference by being placed at the top of the appropriate quality group. Qualifying veterans with a service-connected disability of 10% or more will be placed at the top of the best qualified group. The best qualified group is the first to be referred to the hiring facility for further consideration and possible interview. The remaining groups may be referred based on the number of applicants available.
Country: USA, State: West Virginia, City: Martinsburg, Company: Veterans Affairs, Veterans Health Administration.
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